Crowdsourcing Logistics Service Quality Evaluation Based On Customer Satisfaction

With the development and popularity of Internet technology,how to use Internet technology for resource integration has become a hot issue of current concern.In this context,the crowdsourcing logistics model has come into being.Crowdsourcing logistics mode can use Internet resources to maximize the use of idle resources and reduce operating costs.However,while the rapid development of crowdsourcing logistics,some problems have been gradually exposed.Due to the varying levels of part-time couriers,it often happens that goods are not delivered on time,damaged goods,and no one takes orders.This causes a decline in customer satisfaction.Therefore,how to better meet the needs of customers has become an urgent problem for companies to solve.In this paper,we take Company A as an example and investigate the factors that affect consumer satisfaction by means of a questionnaire survey.And the weights of each influencing factor are determined by using principal component analysis.According to the research results,it helps crowdsourcing logistics enterprises to improve their services and better meet the needs of customers.Firstly,the basis for the selection of evaluation indexes is identified by reading relevant literature.Secondly,five reasonable evaluation dimensions of security,responsiveness,assurance,empathy and reliability are identified on the basis of SERVQUAL scale model,and the evaluation measurement is completed by using SPSS software and AMOS software to establish a scientific and reasonable evaluation index system.Then,this paper makes a reasonable hypothesis on the influence relationship between the five dimensions and uses structural equation model to test the hypothesis,which proves that the five dimensions such as security have a positive effect on improving the overall customer satisfaction.Finally,through the second questionnaire collection,the expectation-perception gap evaluation model is used to calculate the score of the overall logistics service quality of crowdsourced logistics,and the evaluation results show that the overall score of the service quality of crowdsourced logistics provided by company A is-0.866,and it is considered that the service quality of assurance and empathy dimensions need to be strengthened,the service quality of responsiveness and reliability dimensions need to be further improved,and the service quality of the service quality of the security dimension.This paper verifies the scientificity of the expectation-perception gap evaluation method,and also provides some reference basis for Company A to improve its crowdsourcing logistics service quality.